* Was managing Out-bound process of BAJAJ Finance Credit Card _ RBL BANK.* A highly effective leader and team member with the capacity to maintain productive business/client relations.* Provide specific feedback about performance directly to associates and share observations with the Quality and Operations Team.

* Managing the team size of 40 agents and control day to day ongoing support operations and quality of performance.* Managing the operational KPIs for Inbound and Outbound where Inbound is for Rider support and Outbound is for Customer support.* Responsible to prepare the issue tracker which include the Open and pending delivery and coordinating with Field to get that delivered on time.

* Managing the team size of 110 agents and control day to day ongoing support operations and quality of performance.* Attending the daily, weekly and monthly review with client and managing the team performance as per the client expectation.* Managing the Quality and Operations of entire process which includes (CSAT/DSAT, AHT, FRT, Shrinkage, Attrition, Social Media Escalations) and keep reviewing with Internal and external team.* Responsible to prepare process suggestion tracker to improve the CSAT scores.

• Role & Responsibilities Need to Adhere Compliance on KPIs.• Shrinkage : 24%• Attrition : 7%• Repeat : 25%• Quality : 95%• UD : 95%• NPS : 50% Positive

* Agent - Worked as an Airtel Postpaid customer care service executive for 4 months then promoted to L2 Desk.* SME - Worked as Nestor to support OJT agents also In 2018 Oct got certified TL and PS1 from centum learning.- Responsible to prepare weekly FGD pointers and process suggestion to discuss with Client.